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Sears

United States

Consumer complaints and reviews about Sears

Kepluke Send email
 
Feb 27, 2012

Avoid this place at all costs

I have purchased eye glasses and unable to see through lens. Called Sears toll free number and was unable to contact opt. depart. Finally made the one hour trip to Owensboro, Ky. to find out and correct glasses. Instantly, tech. informed me the bi-fo where not there, way too short. I requested they be corrected, she contacted the district mgt. and she said 'no'. I Offered several solutions. DIstrict mgt. cont. to refuse, said I was too late. Made her aware of not able to get through by phone... She was very rude and basically stated I had lied.

I asked the tech at store if I could swap with the value of glasses. Good idea, but district. mgt. said no. She then said I had to get another eye exam and would help me. I did and then they refused, saying they had changed companies. The guy that fitted me that day is long gone. He left or got fired shortly after. The eye doc. left shortly after. Sears still have the glasses I had paid for. Another tech. informed me they have had problems with clients getting through due to ice storm.

I want a pair of glasses I can see through and able to stop using a mag. glass to view words and computer at work. PLUS, they still have the same frame at show case. I need glasses. And have made trips when main one wasn't in that day. I'm a senior and feel like I have been taking advantage of my their district mgt.
MauiAL50 Send email
 
Feb 27, 2012

Avoid this place at all costs

Did you not try the glasses when you picked them up?
Nualez Send email
 
Feb 23, 2012

Delivery rebate gift card never show up

I had purchased major appliance October last year from Sears, and offer rebates for the delivery charge I had paid. Numerous attempt to trace this rebates, and was claimed to be sent already. I filled out complaint of not receiving, and answered was said it had been sent. However, I never received at all (Actually I had 2 different purchases, the first one reaches me without any problem, while this second one I had never received).

Now they told me that someone received it and spent it. I asked who and when the person used it, and they cannot provide me any information. I have NEVER received this second one. Numerous filing to Sears Rebate Center were sent in January, and April and May. They asked me to file a post-office theft to the post-office for them to investigate. I requested to have information from the post-office mail-theft reports, and was unwilling to provide, and asked me to talk to the National Customer Service, and the service is from the representative is not up to par as a customer service.

If any one need any emails trails, I am happy to provide. Sending out gift card for rebate is not a wise choice at all, as anyone can take it and use it. I had no problems in receiving checks, gift card (from my credit card rebate) without any problem. This is the only one that I never received. Please help me to settle it. The amount is only $87.99
Creamchz Send email
 
Feb 23, 2012

Delivery rebate gift card never show up

Sears would have access to the hard copy of the check you supposedly signed and cashed. They should provide you with a copy so you would have proof it was stolen and forged. If they will not do this there is definitely something wrong. I would take it all the way to the top. Manager to district manager to corporate headquarters. It can be done because I've done it several times with different companies. Managers get in trouble when people want to go over their head and bother bigger managers. You need to threaten them with this. You'll be amazed how far you will get and hopefully your money back too. Susanne Williams
Simon Henry Send email
 
Feb 23, 2012

Delivery rebate gift card never show up

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Dalmuke Send email
 
Feb 23, 2012

I will never deal with Sears again

I ordered a video chair on Sears.com for 126.00. After item was ordered, i was charged 149.00 for shipping PLUS the 126.00. I immediately called and was told i can't cancel the order. They gave me a number to call on Monday. I called Monday to cancel, and they told me it was canceled. I called again today and was told it was already shipped and Sears charged me 298.50! How can Sears pull this off? I will never deal with Sears again.
MauiAL50 Send email
 
Feb 23, 2012

I will never deal with Sears again

Was there any reason for you to believe you wouldn't be charged for shipping?
Winfreth Send email
 
Feb 23, 2012

Undelivered items

I ordered items online on December 12th 2011, and received a confirmation number. I received part of my order. Three items were to be shipped separately. The UPS tracking number was invalid and never came up in their system. I was told by Sears customer service the items had not yet shipped. Short version = 6 phone calls and three emails later. Sears is sending me emails asking if the box How the box was damaged. Not one email but two of these canned emails. It is an absolute embarrassment that they can not even get the problem straight. I will be calling tomorrow to demand a refund! Buyer beware.
SearsCare Send email
 
Feb 23, 2012

Undelivered items

Dear Winfreth,
I have just read your post and I am very sorry for the difficulties you encountered with your online order. Having to go through such an ordeal for a seemingly simple task would be frustrating. My name is Stephanie and I am with the Sears Social Media Escalations team. We do value you as a Sears customer and I would like one of our corporate case managers to contact you directly to further look into this and to also go over how we can turn this into a positive experience. At your convenience, please contact our office via email at [email protected] so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number your items were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name “Winfreth” for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support
Gdixon Send email
 
Feb 23, 2012

no lemon guarantee

I bought a Bosch dishwasher from Sears, with the Maintenance agreement; which has a clause of a no lemon guarantee. No lemon guarantee - we replace your covered product if it requires 4 or more repairs within 12 months; that is what the rules state. Sears has been to my house a least 6 times in the last year, replaced as least 4 parts and of course they say the piece does not qualify; after telling me one more repair and it would qualify.
Your Mom Knows Best Send email
 
Feb 23, 2012

no lemon guarantee

So read the conditions of your agreement with them then...
SearsCare Send email
 
Feb 23, 2012

No such thing as sears customer service

Dear boycottsears#,
I have come across your post and wanted to reach out. I first want to apologize for the negative customer service experience you’ve had, from what I have read it is completely understandable why this would be upsetting. My name is Stephanie and I am with the Sears Social Media Escalations team. My team handles internet related complaints as well as complaints that come to the executive branch and we would like to help in getting you assistance with the scheduling of your repair. At your convenience, please contact our office via email at [email protected] so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number your dishwasher was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name boycottsears# for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support
Vjob1 Send email
 
Feb 23, 2012

Poor incompetent and uncaring service

When my family had a problem with Sears and they refused to refund my family's money, and ignored our numerous phone call, we filed a complaint with the Department of Consumer affairs and within 2 weeks we recieved a full refund and an apology from Sears. This happened within 2 weeks after we had tried for 3 months to get a response from Sears.
Send email
 
Feb 23, 2012

No such thing as sears customer service

Sears company---hard to find which corporate headquarters is relevant and their phone number

In June/July 2005 I purchased 4 sears appliances (built a new home). I have had several problems. I will list them below, in the order they occurred.

1. From a Sears retail store in Oneonta, NY I purchased a ceramic glass topped range, a side/side refrigerator and a dishwasher. The side/side refrigerator arrived and when it was unpacked and ready to be installed, the builder pointed out a squashed dent on the bottom of the refrigerator. He would not install it. I fought over the phone as did my husband with the store from whom we bought the refrigerator; he not only insulted us and was very demeaning and sarcastic but refused to replace it. After many insults and about 2 months, the store management finally replaced the refrigerator. In the meantime, I had to buy another refrigerator to use while waiting for the replacement.

2. Fall 2005, my brand new dishwasher (Model 665.16034401) stopped working and the touch pad display was frozen at the clean light.. A repairman came out. He did not fix it, but sent another repair man. He came out and checked all the moving parts and removed the lower wash arm assembly and put it back together. He fixed the touch pad and left. (Nov-Dec 2005) I then ran the dishwasher. He had neglected to completely tighten the plastic bolt on the wash arm assembly. As a result, the gray, hard plastic disk that supports the lower wash arm became loose and rested on the heating element at the bottom of the dishwasher and melted. I then ordered the wash arm assembly (8268311) to replace it, thinking it was better to eat the cost of replacing the melted part than to garner another service charge to have them deny they left the part loose and having caused the problem. The part came (end of Dec), but only the washer arm was included and the hard gray plastic disk part I needed was not included. The box was labeled box 1 of 1. The box is too narrow to fit . The diagram in the parts manual has the number 1 (denoting the wash arm assembly) pointing to the arm ONLY. I did not return the part because the dishwasher appeared to be functioning fine with the melted plastic disk. Then, since May, my dishes, though they have been cleaned with the same brand of dishwasher detergent and rinse aid, started having a rainbow oil type residue on them. I decided I better replace the melted disk because perhaps it was protecting the dishes from mechanical lubrication or something. That is when the problems really started.

--THE RUNAROUND Last week or the beginning of this week, I called parts 2 x. They agreed that the part was not listed but COULD NOT REFER ME TO ANYONE WHO COULD FIND THE PART. Instead they referred me to service. Service told me they couldn't help without sending out a service tech. The service tech called before coming today and when I explained my dilemma, said it would be a waste for him to come because he could not credit me for the part(s) and the part I supposedly needed was 8268340 , a spray arm seal. I called back parts. They said that the 8268340 part was a gasket, not a large hard gray plastic disk. They referred me to Customer relations. Customer relations said I could not have a refund because my part was over 90 days . I yelled a lot because no one in Customer relations or earlier in parts would let me speak to a supervisor in order to (1) get the part I had originally wanted (2) address the problem with the refund of the dishwasher arm (3) GET THE PHONE NUMBER OF THE PARTS PLACE THAT SENDS OUT THE PARTS. I then calmed myself down and called customer service again. This time I was referred to a person who said they would request that the part I needed that was not labeled or numbered in the parts booklet to be researched. They are supposed to call me back on Monday about finding the hard gray plastic disk that supports the dishwasher arm. Progress.

For the refund/exchange of the part they connected me to someone else in "National customer service". The person who answered requested that I call back on the 1-800-469-4663 number and to ask the customer service person to request Unit 8244. The first time I did that I got a very fast busy signal. The second time I called, the line just rang and rang for at least 10 minutes. I gave up the call and tried to look for the corporate offices e-mail or phone number on the sears.com site as I had been advised by one of the customer relations operators. When I tried the link to corporate links on the Sears.com site, it would not work and said the site was temporarily unavailable.

I am upset with the lack of knowledge or stonewalling that one receives when calling with a problem. I am uspet that the company has you behind the 8 ball with respect to the cost of warranty/service contracts as opposed to going without and cost of service calls (one can't win -- either way satisfaction has been hard to come by $$$---in my instance, my part would not be considered as eligible under service contract, as one of the people from Sears informed me).
I am very angry at this company and the way it conducts business; I feel bad for the people who have to deal with the public.

This is what I want:

Refund and/or exchange the part I received (lower washer arm only - # 8268311) for the gray hard plastic disk that supports the lower washer arm (part number unknown). DISHWASHER MODEL # 665.16034401

Thank You,
Judy
Boycottsears# Send email
 
Feb 23, 2012

No such thing as sears customer service

I have been having major issues with Sears Customer service. I bought a Dishwasher Oct 2010. It needed repaired June 2011. Now Jan 2012, it is having the same problem. I have waited on hold, been transfered all over the place, hung up on three times and still have no resolution. I will not buy another appliance from Sears.
Sandi 2012 Send email
 
Feb 23, 2012

arrested for a misunderstanding

that's why i do not subscribe to any magazines when asked. Beware!!!
Sandi 2012 Send email
 
Feb 23, 2012

arrested for a misunderstanding

seriously now... did u really believe that you could walk out of the store with unpaid merchandise?
Dalimey Send email
 
Feb 23, 2012

Unfair business practice, deception, fraudulent practice

Sears installed a central Air Condition and Heating unit for $11, 000.00..on May 17, 2010. Sears contracted the installation. The job was so poorly done with wires hanging from the attic, old parts used from the old unit, trash left in the attic, ducts were not changed, new vents were not installed and air leaking pipes were taped on the inside unit. Asa Hoffman and Daren Black and Shakell Malik were notified. Another contractor was sent out to correct the installation. The first week in June the unit stoped working for three days before Mr. Hoffman replaced the thermostat in Houston's hot weather. Also wires installed on the outside unit. June 25 the unit stopped working for four days before Sears sent the contractor to repair. Another thermostat installed. July 04, the unit stopped working for four days Shakeel Malik called. He stated Sears didn't have emergency service. Thermostat replaced once again. August 13, unit stopped working for two days and thermostat replaced. August 21, unit stopped working for two days Asa Hoffman called no answer. September 6, unit stopped working for three days. The unit stops working for at least two hours a day. September 9, thermostat replaced unit still didn't work. September 10, new thermostat replaced, electric out side panel replaced, rewired furnance to outside unit. The unit will not work on the set temp. AIR SIMPLICITY is the service company 281-353-4100. We have asked Sears to get this unit out of my home since May when the original problems happened and return all the money paid on it. Asa hoffman and Daren Black refuse. Compensation was promised but not provided. The old air unit I owned worked. We do not want this unit going into the winter months. We are not sure that the heating unit will work. This air unit will stop at any time. Sear didn't at any time send an inspector out.
TOTAL DISGUST Send email
 
Feb 23, 2012

Unfair business practice, deception, fraudulent practice

WOW... Exactly similar ...but our problem is still ongoing with Sears. I have complained to the State House Board of Contractors, Ordered a new AC/replacement system in February 2011. Have had a change of contractors, wrong equipment sent, pipework not connected, electrical surges, cracked ceilings, many many missed appointments, our home left insecure by contractors. City inspector ...well I know him on a first name basis now having had at least 4 visits. Promised a "project manager" to guide you through the job at every stage...Well he must have been the invisible man...never heard from him or seen since. One Manager came from Sears and we supplied him with duck tape!!!
NO AC ALL SUMMER (the warmest for100 years) Job said to have been competed on the 9th DECEMBER 2011 '''still do not know if the AC works!!!"
This week a manager from Sears said we should have purchased 2 window units during the summer which we could have claimed back the money from Sears!!! That just about says it all. They have offered just above $300 dollars off the job based on the fact that ' an average AC system should last for 20 years ..so Mr and Mrs customer... break that down, , , , the cost of the job divided by years and then down to a weekly rate ... multiply this by 39 weeks without AC and heating in that side of the house and there you have it ...Their total offer of compensation!!! I don't think so, what an insult
My Fun Send email
 
Feb 23, 2012

arrested for a misunderstanding

I needed a new wardrobe. I went to Sears to get some clothes, however I did not have enough money. Then I saw a sign in the furniture department saying buy now pay later. I took this to mean that I could take the sweater out of the store and pay for it when I had money. (Like sometime in the year 2041). I was arrested and they charged me with theft even though they had a sign that said buy now pay later.
Hogwarts Student Zachary Send email
 
Feb 23, 2012

arrested for a misunderstanding

You copied this plot from full house.
My Fun Send email
 
Feb 23, 2012

arrested for a misunderstanding

No I did not, I just took that episode and changed it a little bit. Instead of having Michelle steal the sweater after misunderstanding the sign, in this review I misunderstood the sign.

On Full House it was a random store. Here the store is Sears.

On Full House it was a sweater that was stolen. Here it was other clothing.

The only thing is we misunderstood the sign and in that were charged with theft.
My Fun Send email
 
Feb 23, 2012

arrested for a misunderstanding

I was not stealing the sweater. I was going to pay for it. It said buy now pay later. How the f*ck was I supposed to know it only applied to furniture and you had to make what they called a down payment.
Dickndee Send email
 
Feb 23, 2012

Customer Service

I give up I need your help. Blue Ribbon team is absolutely no help: here is my story:

I took my sewing machine for repair to the Vernon Hills, IL, Sears Store in early July (before my daughter’s wedding (in mid July), and I was excited at the prospect of having functioning machine when we returned. The problem with the sewing machine was simply that the top and bottom threads were not even. However, when I returned from the wedding I found to my dismay that no one knew anything about the status of my sewing machine – I had the paperwork and gave them all the information when I called 3 ½ weeks after I dropped it off. (It was to take two weeks to repair). After many hours someone from Sears called to tell me they found the sewing machine in a corner in the Vernon Hills store…no one had even shipped it to the Sears repair location! Two weeks later I got a voice message that my machine was not repairable because the motor smoked and smelled….it never did when it was in my possession. Probably this occurred when it was “bounced” around at the Sears store in Vernon Hills. I eventually got the machine back, the motor supposedly operational, but the sewing mechanism, which worked imperfectly before, now did not work at all!

I received this sewing machine as a gift from my mother-in-law in 1963 and it came with a life time warrantee. I am still alive. Sears totally destroyed my machine. I have the instruction book, all the notes from the courses I took on Damen Ave. in Chicago and all the original attachments. The warrantee card I do not have – it was on a separate piece of paper which I no longer can find. After all that was many years ago. I am willing to take as many lie detector tests as you want – my machine was and is covered with a life time warrantee. I can tell you that several times in the last fifteen years I had taken the machine to the now closed Sears Service Center on Waukegan Road in Deerfield, IL. They honored the warrantee and never charged a penny to repair the machine. The last time I took it there several years ago it was with the same uneven thread problem as last July. But Sears has no record of that repair, even though it was only 3 years ago. And Sears has no record under my former married name or my mother-in-law’s name from 1963. Now I am the one with the problem. It is my understanding that since K-Mart bought Sears they kept a minimal history on sewing machines….my problem, not theirs..

In mid-July my husband and I first spoke with Mike Rayburn pertaining to our Case . It seems these call centers cannot make calls out except at certain times (we can never pre-arrange a phone call as I do not sit in the house waiting for the call). Also, they do not have the authority to do anything real regarding this problem. Mike Rayburn did have me send the machine back when I said the repair must be on someone else’s machine as mine never had those problems. I did and as I mentioned it came back worse than when I brought it in. Now in addition, the wheel that is to spin to put thread on a bobbin does not work at all.

I received a letter from Sears dated Nov 5 and called the 800.995.2139 phone number given me. When I gave my case number I was told Ann on extension 68 was my representative. She has called twice – I keep leaving her a message telling her we need to arrange a time we can talk. I give her my cell number and asked her to call me on that number rather than my home number as I can’t sit by the phone day after day to receive her phone call. I give up, I cannot reach her. Her last message was a week ago. I have called her twice a day and she does not return my phone calls. It is now obvious Sears does not care about customers!!

I have now been without my sewing machine which I loved (and it sits in a solid walnut cabinet). I have not been able to do any repairs or make any clothes for my grandchildren because of Sears. Sears use to be such a wonderful store. What happened? Blue Ribbon Service is non-existent service and only frustrates a prior happy consumer.

I am now in my late 60s and in two weeks we leave for a condo in Florida because of my health.

My question is, what is Sears going to do about a customer that has a life time warrantee that is being ignored. How can I get to anyone to deal with this problem.
Derek Massey Send email
 
Feb 23, 2012

Customer Service

Yeah, Singer in the 1970-1980 period had a computer sewing machines with a lifetime warranty as well. We were dealers for Singer at that time. But...if you read the warranty it really only had 90 days labour. And a lifetime on defective computer boards, lineal motors and such. After Singer realized that it was killing them to repair under warrranty 6-7 years later they asked the Govt for a ruling of what a lifetime on appliances of this type was. Turns out in the sewing world at that time it was 7 years. Thats for the singer 2000, 560, 2001 and 2010 series. Cant even get a board for any of those machines now, and its a fortune to rebuild them But they sure sold a lot of machines with a lifetime warranty printed on it. I still get folks bringing in the warranties and screaming at me that I am ripping them of by charging them.

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